Response Time - Totals per Agent

Access the Report

In the Workspace screen, expand the [Shared Items] node, click on [Report Center] and open the report [Response time - Totals per Agent], by double clicking on it.

A web dialog appears as shown above. Specify your filtering options:

1. Use [Date from] and [Date to] to specify the date range you wish to generate a report on.


2. Select the type of message to further filter results.


3. Select the desired [Ticketbox:], by clicking the [...] button and the report will only display the statistics of the selected ticketbox. You may select multiple ticketboxes to gather data on for the report. Leave the ticketbox field blank if you wish to display results from all ticketboxes in the system.


4. Select agents you wish to include for the report. The report will gather the statistics of messages that have been responded to by the agent. If no agent is selected, the report will report statistics for all messages in the specified ticketbox.


5. Check the [include Min/Max] checkbox to display the minimum response time and maximum response times for that ticketbox.

Generated Report

The report will display the agent(s) you have selected to gather data on for the report and their total number of e-mail responses + average response time for the chosen ticketbox,.

Responses that exceed the average response time are displayed in the [Avg. +1], [Avg. +2], [Avg. +3], and [Avg. +4] columns:

[avg+1] = between avg and (avg+1hour)
[avg+2] = (between avg+1hour) and (avg+2hour)
[avg+3] = (between avg+2hour) and (avg+3hour)
[avg+4] = (between avg+3 hour) and (avg+ 4hour)